When Valve recently updated the wording on their refund-policy for Steam users in the EU, they made some interesting changes. Namely that you could get a refund within 14 days if you did not install nor play the purchased game, and you accepted these 'terms' when you bought the game. Now GOG decided to somewhat up the ante as it were, they have extended their refund-policy from a previous 14-day period to 30 days.
'Hitting "Buy" doesn't waive your rights' according to GOG
GOG's refund-policy works in a similar way to how Steam's policy meaning that if you download the game then you can't get a refund, which is a bit more understandable for a site such as GOG, since they have DRM-free games and if you download it, you could easily upload it anywhere so it could be pirated.
We've got 'em, and here are the basics you might need to know:
You have 30 days, worldwide. Hitting "Buy" doesn't waive your rights.
European Union law states that you should have 14 days to withdraw from a purchase. That's not a bad deal, but it's not always enough. We think that 30 days is more like it, and that worldwide is just nicer - within that period, we only consider your purchase final if you've already started to actually download your game. We want all of our customers to feel that our refund policy is there to give you a comfortable experience - not that we were forced into having one.
Compared to Steam, GOG has one major exception in their refund-policy. If you suffer from technical issues with your purchased game, you can demand a refund if you contact support within 30 days of the purchase, and if support can't adequately help you to solve the issues, you will receive your refund. Either as store credit at GOG, which will be added to your account almost immediately, or back to your card or paypal account which will take a few days.
You can still get a refund for technical issues after downloading your game.
Downloading a game doesn't mean you're on your own, you still have our guarantee that it works!
If you have your game, but it doesn't work for one of the million reasons that just happen - we're here to help. We want you to be able to play your game, and if you can't, there's no reason why you should be stuck with it. We call this the Money Back Guarantee. If your game doesn't work due to technical issues, and our support team is unable to help you fix it, we'll offer you a refund - and two ways to do it. You'll have the choice of a refund in store credit, (this is almost immediate), or back to your card/PayPal account (if you're okay with waiting a few days to be cleared by your card or account issuer). You have 30 days to contact us after making your purchase, but there's no rush - your refund-timer stops ticking once you get in touch.
This is pretty great to be honest, and as I said it's a bit more feasible for a site such as GOG to say that if you downloaded it, then your purchase is final. And yet they are offering refunds if you have issues with the game. The question is if they will offer refunds based on technical issues if a game runs bad on your hardware setup. If you wish to read the entire "State of customer experience" post, you can do so over at GOG's site.